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AI has supercharged the knowledge management (KM) space. Traditionally, the process of creating and updating KM for enterprise use struggled to be cost-effective. However, thanks to AI integration, KM can self-create and self-update content leading to a vastly improved system both internally among employees and externally among customers. The expectation of frictionless digital customer support is growing and AI-powered knowledge management is poised to be a key solution.

Knowledge management trends discussed in this report include:

• AI-enabled: AI is being applied to KM to help create, oversee, and curate content for better solutions
• Digital-first CX: increasingly, customers want self-service tools to find and resolve their own problems quickly and easily
• Deep integration: consistent digital messaging channels for both external and internal communication create greater organizational efficiencies
• Enterprise-wide data: whether it’s HR, IT, or training, there’s a growing requirement to tie information together in order to onboard effectively
• Agent empowerment: well-designed KM solutions enhance customer service agents by delivering context-aware guided support